With macOS Sierra, Apple introduced a new way of creating and storing logs, which is called "unified logging". This implies that a lot of logs are not stored anymore in the file "System.log" as they used to be, but they are stored in a database. The "system.log" file still exists, but there is just much less info in it.
Collect Logs with Terminal
Start the application "Terminal" (found in the folder "/Applications/Utilities/"). This window will show up:
Then type in this window something like this:
sudo log collect --output ~/Documents/logcoll.logarchive --start '2020-01-10'
Note that you will have to modify the start date to include the day you had issues, so modify what follows "start", it is written in the format year-month-day. Once you have set the day, hit carriage return. Terminal will ask for an admin password. When it completes successfully, it should show you this message:
Archive successfully written to /Users/admin/Documents/logcoll.logarchive
Zip the file
The file created can be quite large, so it is recommended to zip it before sending it to us. For that:
- go in your user "Documents" folder,
- locate the file "logcoll.logarchive",
- right-click on it and select the menu "Compress "logcoll.logarchive"
- This will create a file with the .zip extension, which should be smaller.
Send us the file
The support desk has a limit of 7MB so you won't be able to send it to the support desk directly (these files are quite large). To send your files you can either use:
- Your own FTP. Just send us the credentials, so we can have access to it.
- A file sharing system (such as Google Drive, Drop Box, WeTransfer,...). Send us the link to download the file.
- Our FTP. Contact the support team to get the credentials so you can upload a file to our FTP.